Shipping policy

Last updated: 7 September 2026

This Shipping & Delivery Policy explains how products and custom printing projects ordered from PLUKRAY through www.plukray.co.uk are prepared, dispatched and delivered.

Please read this policy together with our Terms of Service and Returns, Cancellations & Refunds Policy.

Nothing in this policy excludes, restricts or replaces any statutory consumer rights that cannot legally be excluded or restricted.

1. About PLUKRAY

PLUKRAY is operated by:

Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Email: support@plukray.co.uk
Telephone: +44 7868 602132

Please contact PLUKRAY directly regarding:

order processing;
production;
dispatch;
tracking;
delivery delays;
missing parcels;
damaged parcels; or
delivery problems.

2. United Kingdom delivery

PLUKRAY delivers within the United Kingdom, including:

Northern Ireland;
England;
Scotland; and
Wales.

Available delivery services and charges may vary according to:

destination;
parcel size;
parcel weight;
product type;
value;
carrier availability;
whether specialist handling is required.

The delivery options available for a particular online order will normally be shown at checkout.

If we cannot deliver an order to the address supplied, we will contact you as soon as reasonably possible.

3. Northern Ireland

PLUKRAY is based in Belfast, Northern Ireland.

Northern Ireland is therefore included within our UK delivery arrangements.

Where a delivery charge varies according to destination, the applicable charge will be made clear before you place the order.

Customers must be told about delivery arrangements, costs and estimated delivery times before entering into an online contract.

4. International delivery

PLUKRAY may offer delivery to selected destinations outside the United Kingdom.

International availability will depend on the destination and the particular product or project.

If international delivery is available, the available option and applicable delivery charge will normally be shown at checkout or confirmed as part of a custom quotation.

If a country or region cannot be selected at checkout, this normally means that standard online delivery is not currently available to that destination.

For a bespoke commercial or manufacturing project, you may contact us at support@plukray.co.uk to discuss alternative delivery arrangements.

5. Production time and delivery time are different

Because PLUKRAY specialises in custom UV and raised 3D UV printing, there are normally two separate stages:

Production time
The time needed to prepare and manufacture your order.

Delivery time
The time from dispatch until the carrier delivers the parcel.

A delivery estimate provided by a carrier normally begins after dispatch, not when the order is initially placed.

6. Production times for custom orders

Production time can vary according to:

artwork;
proof approval;
quantity;
print area;
substrate;
white ink requirements;
raised or textured UV requirements;
material availability;
testing requirements;
jigs or fixtures;
customer-supplied items;
complexity of production.

Where a product page, quotation or order confirmation provides a specific production estimate, that estimate should be used for the relevant project.

For projects requiring artwork approval, production may not begin until the required proof or specification has been approved.

7. Customer delays and artwork approval

Where completion depends on information or approval from you, delays in providing that information may affect the production and dispatch date.

Examples include delays in:

supplying artwork;
correcting artwork;
confirming dimensions;
responding to project questions;
approving proofs;
supplying a customer-owned product;
confirming a revised specification.

Where timing is important, please respond to requests for approval or information as promptly as possible.

8. Bespoke and larger projects

Manufacturing projects, larger production runs and unusual custom orders may have an individually agreed production and delivery schedule.

Where we agree a specific schedule with you, that agreed schedule will apply to the project.

This may be included in:

a quotation;
email correspondence;
a purchase order;
project specification;
production confirmation.

9. UK consumer delivery time

For UK consumer orders, goods must generally be delivered without undue delay and within 30 days after the contract is made unless a different delivery period has been agreed with the customer.

For a bespoke project requiring a longer production period, any different timescale should therefore be made clear and agreed as part of the order.

10. Estimated dates

Unless PLUKRAY expressly states that a particular service or date is guaranteed, production and delivery dates are estimates.

Delays may occasionally arise because of circumstances such as:

severe weather;
carrier disruption;
public holidays;
unusual demand;
equipment issues;
material shortages;
supplier delays;
customs;
security checks;
events outside our reasonable control.

We will take reasonable steps to minimise disruption and will contact you where a significant delay materially affects your order.

11. Time-critical projects

If your order is required for:

an event;
exhibition;
wedding;
launch;
installation;
production deadline;
commercial campaign; or
another fixed date,

please tell us before placing or approving the order.

Do not assume that a standard estimated delivery date constitutes a guaranteed deadline.

Where PLUKRAY expressly accepts a guaranteed or critical completion date, that agreement should be recorded in writing.

12. Delivery charges

Applicable delivery costs will be displayed:

at checkout;
on the relevant product page; or
in a custom quotation,

as appropriate.

We will not knowingly add an undisclosed mandatory delivery charge after you have committed to the purchase.

UK online-selling rules require delivery costs or how they are calculated to be provided before the order is placed.

If PLUKRAY offers free delivery, the relevant offer may be subject to stated geographic, product, weight or order-value conditions.

13. Optional express or premium delivery

Where an express, timed, premium or specialist delivery option is available, an additional charge may apply.

Any optional extra delivery charge must be clearly disclosed and actively selected where required.

Current CMA guidance confirms that businesses need express customer consent for optional additional charges such as faster delivery.

14. Separate parcels

An order may occasionally be dispatched in more than one parcel.

This may occur because:

items require different packaging;
parts are completed at different times;
products have different sizes;
specialist handling is required;
different carriers are appropriate.

Where available, dispatch confirmations or tracking details will help identify individual parcels.

Receiving one parcel does not necessarily mean that every item in a multi-parcel shipment has already been delivered.

15. Dispatch confirmation and tracking

Where tracking is available, we will normally provide a tracking number or tracking link after dispatch.

Carrier tracking may take some time to update after collection.

Please contact support@plukray.co.uk if:

tracking has not updated for an unusually long period;
the expected delivery period has passed;
tracking reports a problem;
tracking states that the parcel has been delivered but you cannot locate it.

16. Delivery addresses

You are responsible for providing a complete and accurate delivery address.

Please check:

recipient name;
house or building number;
street;
locality;
city;
postcode;
country;
telephone number where requested.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that an address can be changed after an order has entered the carrier's network.

17. Incorrect or incomplete addresses

If delivery fails because the customer provided an incorrect or materially incomplete address, the parcel may be:

delayed;
returned to PLUKRAY;
held by the carrier.

Where a parcel is returned for this reason, we may ask the customer to pay the reasonable additional cost of redelivery where legally permitted.

We will not charge redelivery costs where the delivery failure resulted from an error by PLUKRAY or its carrier.

18. Missed deliveries

If nobody is available to receive a parcel, the carrier may:

attempt delivery again;
provide redelivery instructions;
take the parcel to a collection point;
deliver to an authorised neighbour;
follow an authorised safe-place instruction.

Please follow any carrier instructions within the time stated by the carrier.

19. Safe places and nominated recipients

If you expressly instruct or authorise a carrier to deliver to:

a safe place;
neighbour;
concierge;
receptionist;
another nominated recipient,

that instruction may be considered when investigating any later delivery dispute.

Nothing in this section overrides statutory rights that cannot legally be excluded.

20. Risk during delivery

Where PLUKRAY arranges delivery to a consumer using a carrier offered by us, goods generally remain at PLUKRAY's risk until they come into the physical possession of:

you; or
a person identified by you to receive them.

If you independently arrange your own carrier that PLUKRAY did not offer, different rules may apply and risk can pass when the goods are delivered to that carrier. This distinction is specifically recognised in UK consumer guidance.

21. Parcels marked as delivered but not received

A carrier tracking status showing “delivered” will not automatically be treated by PLUKRAY as conclusive proof that you personally received the parcel.

If you cannot locate a parcel marked as delivered, please:

check the delivery address;
check any authorised safe place;
check with members of your household;
check with neighbours or reception where appropriate; and
contact us promptly.

We may open an investigation with the carrier.

Where the available evidence shows that the goods were not properly delivered, we will provide the appropriate remedy required by law.

22. Lost parcels

If an order has not arrived within the expected period, contact:

support@plukray.co.uk

We may ask you to confirm:

delivery address;
tracking information;
safe-place instructions;
other information reasonably necessary to investigate the delivery.

Where a parcel for which PLUKRAY remains responsible is confirmed as lost, we will provide an appropriate remedy, which may include:

replacement;
reprint; or
refund,

depending on the circumstances.

23. Custom products lost in transit

If a custom or personalised PLUKRAY product is lost while PLUKRAY remains responsible for delivery, its personalised nature does not remove your rights concerning non-delivery.

Where appropriate, PLUKRAY may reproduce and resend the item rather than simply issue a refund, provided the proposed remedy is consistent with applicable consumer rights.

24. Damaged parcels

Please inspect your order as soon as reasonably possible after delivery.

If an order arrives damaged, contact:

support@plukray.co.uk

Please provide where reasonably possible:

your name;
order number;
photographs of the external packaging;
photographs of the delivery label;
photographs of the product;
photographs showing the damage.

These photographs help PLUKRAY investigate a carrier claim and resolve the matter.

Failure to provide photographs where they cannot reasonably be supplied does not remove statutory consumer rights.

25. Incorrect or incomplete orders

you received the wrong product;
part of the order is missing;
the quantity is incorrect;
an item appears defective;
the printed product materially differs from the agreed order.

These matters will be handled in accordance with our Returns, Cancellations & Refunds Policy and applicable law.

26. Customer-supplied items sent to PLUKRAY

Where you send your own object to PLUKRAY for printing, do not dispatch it until PLUKRAY has agreed to assess or accept the project.

You are responsible for appropriately packaging an item where you arrange the inbound shipment.

We strongly recommend using:

tracked delivery;
appropriate protective packaging;
appropriate insurance for valuable goods.

Please retain proof of postage and tracking information.

27. Risk for customer-supplied items sent to us

Where you independently arrange delivery of your own property to PLUKRAY, responsibility for loss or damage during the inbound journey will normally depend on your contract with the carrier.

PLUKRAY becomes responsible for exercising reasonable care over the customer-supplied item once it has been received into our possession.

If PLUKRAY specifically arranges a collection service for your item, the responsibility for that journey will depend on the agreed collection arrangement and applicable law.

28. Returning a printed customer-supplied item

Once work on a customer-supplied item has been completed, PLUKRAY may return the item using:

standard tracked delivery;
insured delivery;
specialist delivery;
another service agreed for the particular project.

For valuable, fragile or unusual objects, additional delivery arrangements may be recommended.

Any additional charge will be communicated before the relevant service is accepted.

29. Valuable and irreplaceable items

Please tell PLUKRAY before sending an item if it is:

unusually valuable;
rare;
sentimental;
unique;
difficult to replace.

PLUKRAY may decline to accept such an item or agree specific transport and handling arrangements before accepting the project.

30. Packaging

PLUKRAY takes reasonable care to package finished products appropriately for the expected delivery method.

Some orders may require:

reinforced packaging;
protective layers;
specialist boxes;
oversized packaging;
additional handling.

The physical packaging may therefore differ according to the product and delivery method.

31. International customs and import charges

For international orders, the destination country may impose:

import VAT;
customs duties;
brokerage charges;
customs-clearance fees;
carrier administration charges;
other import-related costs.

Where PLUKRAY collects such charges at checkout, this will be indicated before payment.

Where they are not collected by us, they may be payable separately by the recipient.

International customers are responsible for providing any information reasonably required by customs authorities or the carrier.

32. International customs delays

Customs processing is outside PLUKRAY's direct control.

An international parcel may therefore take longer than the original carrier estimate because of:

customs inspection;
documentation checks;
local authorities;
import restrictions;
tax or duty processing.

Where a fixed international deadline is important, please contact PLUKRAY before ordering.

33. Refused international deliveries and unpaid import charges

If an international parcel is returned because:

the recipient refuses delivery;
required import charges are not paid;
required customs information is not supplied;
the parcel is not collected,

we will assess the circumstances after the parcel is returned.

Where permitted by law, reasonable delivery, return or customs costs genuinely incurred because of the customer's action or omission may be taken into account when calculating any amount refundable.

This does not apply where PLUKRAY or the carrier caused the problem.

34. Delivery to business addresses

Where an order is sent to:

an office;
factory;
reception;
warehouse;
shared workplace;

delivery to an authorised person at that location may constitute delivery.

Business customers should ensure that appropriate staff are available to receive valuable or time-critical shipments.

35. B2B, manufacturing and production shipments

Business or manufacturing projects may require individually agreed delivery arrangements.

These can include:

pallet delivery;
multiple boxes;
staged shipments;
customer collection;
specialist couriers;
insured transport;
direct-to-customer fulfilment;
timed delivery.

Any project-specific logistics terms agreed in writing will apply to that B2B project alongside this policy.

36. Customer collection

Where PLUKRAY expressly agrees that an order may be collected, we will confirm when the order is ready and provide appropriate collection instructions.

Please do not attend our correspondence address to collect an order unless collection has specifically been arranged.

We may request:

order identification;
the name of the person collecting;
reasonable proof of identity for high-value orders.

37. Cancellation after dispatch

Once an order has been dispatched, it may no longer be possible to stop the parcel.

Any applicable consumer cancellation rights continue to be governed by our Returns, Cancellations & Refunds Policy.

The fact that a parcel has already been dispatched does not by itself remove a statutory cancellation right where one applies.

38. Custom products and change-of-mind returns

Because many PLUKRAY products are genuinely personalised or manufactured to individual customer specifications, ordinary change-of-mind cancellation rights may not apply to those particular goods.

This does not affect:

delivery rights;
rights where goods are lost;
rights where goods are damaged;
rights concerning faulty or incorrect products;
other statutory consumer rights.

For full details, see our Returns, Cancellations & Refunds Policy.

39. Events outside our reasonable control

Delivery or production may occasionally be affected by events outside our reasonable control, including:

extreme weather;
major transport disruption;
fire or flood;
widespread power or telecommunications failure;
government action;
customs disruption;
major industrial action;
other serious external events.

We will take reasonable steps to minimise any effect and communicate with affected customers where appropriate.

This section does not remove statutory remedies relating to serious delay or non-delivery.

40. Changes to this Shipping & Delivery Policy

PLUKRAY may update this policy to reflect changes in:

carriers;
delivery services;
production processes;
geographic coverage;
international shipping;
applicable law;
business operations.

The latest version will be published on www.plukray.co.uk with the date on which it was last updated.

Changes will not retrospectively and unfairly reduce rights applicable to an order already accepted.

41. Contact PLUKRAY

For delivery, dispatch, tracking or damaged-parcel enquiries:

PLUKRAY
Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Email: support@plukray.co.uk
Telephone: +44 7868 602132

When contacting us about an existing order, please include your name and order number where available.